3 months ago
Munich, GermanyMid Level
Responsibilities
- Investigate, reproduce, and resolve customer issues across the product, data, integrations, workflows, logs, databases, and codebase.
- Communicate directly with customers, understand their problems, explain technical findings, and ensure they feel supported.
- Design AI agents for customer interactions and determine when issues should be handed off to humans or core engineering.
- Deploy and manage AI agent teams that help investigate and resolve customer issues.
- Prepare technical escalation write-ups covering what happened, how to reproduce it, relevant data, and the likely location of the issue.
- Document recurring problems, improve workflows, build internal playbooks, and communicate customer pain points to product and engineering.
Requirements
- At least 1 year of full-stack software engineering experience with React, TypeScript, Python, and Postgres.
- Experience shipping production code and understanding how software behaves outside an ideal development environment.
- Ability to debug independently across logs, databases, APIs, and unfamiliar codebases.
- Interest in customer-facing work and direct communication with users.
- German proficiency at B2 level or above and strong enough English to work with an international team.
- Based in Munich or willing to relocate; the team works together in person.
Benefits
- Real company shares with voting rights rather than only VSOP/ESOP.
- Direct ownership and close collaboration with the founders, product, engineering, and customers.
- In-person work with an early-stage team in Munich.
- Opportunity to shape Mercura’s customer support function as the company scales.
- Work on software automating operations in a large real-world industry.
Tech Stack
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